Help Desk Lead for the eiNetwork Help Desk which supports over 75+ libraries and over 2200+ computers across Allegheny County. I have a range of responsibility in the following areas:Help Desk-Day-to-day break/fix of software, hardware and network problems on desktops, laptops and servers.-Ensuring proper priorities and attention are given to tickets as well as being responsible for the overall fulfillment of service level agreements. -Managing communication and status of tickets with Libraries and vendors. -Making changes in Active Directory and Group Policy.-Monitor network and server availability and resolve network outages.-Identifying potential problems with Cisco networking equipment.Hardware-Making all on-site desktop and server hardware repairs. I was also on-call in case of emergencies.-Maintaining a pool of up-to-date spare desktops, laptops and servers available for entire machine swaps.-Assisting in maintaining Microsoft Exchange 2003 server.Training-Daily assistance to other eiN technicians.-Training new technicians working on the Help Desk.-Developing standard procedures for Help Desk staff for specific problems and tasks. Maintaining an up-to-date wiki with the latest revisions to processes.Software Distribution-Remotely re-imaging HP Desktops and Lenovo Laptops via Microsoft System Center Configuration Manager (SCCM). Alternately, imaging of hard drives on location using Acronis TrueImage Echo Workstation.-Monthly updating, testing, and distribution of the main desktop SCCM image to all sites.-Scheduled monthly security patches for all desktops and site servers using Microsoft SCCM.-Development and testing of software distribution packages for custom software requests as well as packaging software updates (ie Adobe Flash, Firefox, etc.) using Microsoft SCCM.

I was responsible for the daily break/fix support for all staff machines, as well as assisting with server maintenance and upkeep, as well as web development. Other accomplishments included:• Updating www.clarklabsllc.com to match the layout of other Clark divisions.• Maintained an up-to-date image library of commonly used desktop/laptop configurations.• Day to day break/fix of hardware, software, and lab equipment.• Assisting with the development of partner websites using PHP, CSS, and JavaScript.• Broadcasting of lab tests to customers using web cams.• Active Directory and Google Aps upkeep.• Telecommunications support including assistance with AvayaMerlin Magix system configuration and maintenance and punching down new phone lines.

I was responsible for assisting with the day to day faculty, staff, and student system support. Other responsibilities included:-Daily break/fix support of desktops, laptops and peripherals. -Created and updated Windows XP images using Acronis Workstation for rapid deployment for Dell desktop and IBM/Lenovo Notebook platforms.-Data retrieval in disaster/critical system failure.-Preparatory system work and migration of all faculty and staff to current software standards.-Off-site support of branch offices across campus.-Support of Audio/Visual systems within classrooms.